iPECS-LIK
Feature Description & Operation Manual
Agent changes availability status.
2. While Unavailable, the supervisor's flex button LED assigned for the station number
of the agent will flash at the DND rate and the supervisor may call the station.
Programming
Agent On/Off Duty Code (PGM107-Btn 2)
Auto ACD DND Reason code (PGM 113-Btn 15)
GROUPS 1 ACD Group (PGM 191)
ACD No Answer Timer (PGM 191-Btn 24-22)
Related Features
Agent On/Off Duty w/Reason Code
Hardware
2.5.4 Calls-In-Queue routing
Description
When a caller is queued to an ACD Group, various announcements may be played and music
on hold may be sent to the caller. The caller may dial a digit at any time while queued to exit
the queue, except during a Guaranteed Announcement. The dialed digit is compared to digits
defined in the ACD Group CIQ Route Table. If a match is found, the call is routed to the defined
destination (Station, Station Group, etc.). If a match is not found, external callers receive an
error message and are placed back in queue; internal callers are simply placed back in queue.
Operation
Operation of this feature is automatic based on caller input
Conditions
1. ACD CIQ routing is not supported during or within 5 seconds of a Guaranteed
Announcement. Digits dialed during a Guaranteed Announcement use Caller
Controlled ICLID routing.
2. The call must be in queue for the ACD group, dialing during ring back tone is not
recognized by the iPECS.
Programming
STATION GROUPS 1 ACD Group (PGM 191)
2 ACD CIQ Route Table (PGM 191-Btn 23)
Related Features
Station Groups
Announcements
ACD Caller Controlled ICLID Routing
To Next Page
Loading...